printer Print

Complaints and dispute resolution

Defence Bank is committed to providing members with the best possible service. If at any time you feel we have not met our obligations – or you have a complaint about any of our products or services – please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly.

How to make a complaint and the complaints process

If you have a complaint, we request you follow these steps:

  1. Lodge your complaint by visiting your local Defence Bank branch, calling or emailing us, and we will try to resolve the matter immediately. Our contact details are outlined at the foot of this page
  2. If the complaint is unable to be resolved through the above process, it will be referred to Defence Bank’s Complaints Officer who will then arrange for a senior officer with independent decision-making authority to review the matter for you
  3. We may ask for additional information and request you put your complaint in writing to ensure your issue is properly investigated
  4. Following this review, if the complaint is not found in your favour, it will be referred to Defence Bank’s Disputes Resolution Panel comprising of at least two senior managers.

Third party products

If your complaint relates to a third party product or service acquired through us – such as an insurance product or a Travelex product – and relates to the terms and conditions of that product or service – for example, a specific insurance claim – we may ask you to contact the relevant third party. They will deal with your complaint under their complaints resolution process.

If you are not satisfied with the resolution of your complaint by the third party under their complaints resolution processes, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the relevant third party for further details.

Keeping you informed

If a staff member cannot resolve the complaint/dispute to your satisfaction within 5 days, we will acknowledge receipt of the complaint to you in writing and we will also advise the procedures we will follow in investigating and handling your complaint.

Within 21 business days, we will write to you advising the outcome of the investigation and the reason/s for our decision, or we will inform you more time is required to complete the investigation. However, we will endeavour to respond to your complaint within a maximum of 45 business days from the date you lodged the complaint with us.

Still not satisfied?

If you do not think we have resolved your complaint to your satisfaction, you may take the matter – free of charge – to the relevant External Dispute Resolution Scheme (provided it is within the scheme’s terms of reference) as detailed below. You may also refer the matter to the relevant External Dispute Resolution Scheme at any time, but if our internal process is still in progress, they may request that our internal processes be completed before considering the matter further.

For disputes in relation to Defence Bank products and services, contact:

Credit and Investments Ombudsman
PO Box A252
Sydney South NSW 1235

Phone 1800 138 422
Fax (02) 9273 8440
Email info@cio.org.au
Web www.cio.org.au

For disputes in relation to Defence Bank's Retirement Savings Account, contact:

Superannuation Complaints Tribunal
Locked Bag 3060
GPO Melbourne VIC 3001
Phone 1300 884 114
Fax (03) 8635 5588
Email info@sct.gov.au
Web sct.gov.au

Defence Bank Contact Details

You may lodge your complaint:

In the first instance, by visiting your local branch, calling our Contact Centre on 1800 033 139 or emailing info@defencebank.com.au and

If you are still not satisfied, you may contact Defence Bank’s Complaints Officer by calling (03) 8624 5888, faxing (03) 8624 5892 or writing to:

The Complaints Officer
Defence Bank
PO Box 14537
Melbourne VIC 8001

Call 1800 033 139